reflow - Customer Success Manager
Requirements
• Own the customer journey: setup, onboarding, adoption, long-term success. • Shorten time-to-value for customers moving from demo to value quickly. • Capture and structure user feedback as a voice in product/engineering decisions. • Assist with contract process working closely with legal team (implied requirement). • Build strong relationships leading to expansions and renewals, implying interpersonal skills are required but not explicitly stated. • Create and refine the playbook for onboarding processes, success metrics, touchpoints; implies organizational/project management skills which aren't directly mentioned in job requirements (implied requirement). • Partner with founders on GTM experiments as needed during scaling efforts, implying flexibility but not explicitly stated. • Entrepreneurial background or experience thriving in ambiguity is required; implies leadership and initiative skills which are not specifically listed among the job requirements (implied requirement). • Analytical skills with technical/finance/economics or product background, implying data analysis but no specific certification mentioned. • Curious & logical understanding of customer's business needs for their products; implies problem-solving and empathy which are not explicitly stated as requirements (implied requirement). • Customer-facing pro with the ability to excite, guide, and close deals is required but no specific skill set or certification mentioned. Implies sales skills that aren't directly listed among job requirements (implied requirement). • Sharp communicator in written, verbal, and human interactions; implies strong communication skills which are not explicitly stated as a qualification/certification needed for the role. This is an implied skill set required but no specific certification mentioned. ✅ Implied Requirement: Strong Communication Skills • Curious and strategic understanding of workflows, uncovering pain points to shape product direction; implies problem-solving skills which are not explicitly stated as a qualification/certification needed for the role (implied requirement). This is an implied skill set required but no specific certification mentioned. ✅ Implied Requirement: Problem-Solving Skills • Methodical approach to keeping oneself, customers, and teammates on track by creating clear templates and playbooks; implies organizational skills which are not explicitly stated as a qualification/certification needed for the role (implied requirement). This is an implied skill set required but no specific certification mentioned. ✅ Implied Requirement: Organizational Skills • Background in B2B SaaS, enterprise software or data-heavy products; implies industry experience which isn't explicitly stated as a qualification/certification needed for the role (implied requirement). This is an imp
Responsibilities
• To oversee customer success programs to ensure customers are achieving their goals with Reflow's products/services. • Developing strategies for improving the overall experience of our clients and ensuring they derive maximum value from using Reflow’s solutions, which may include identifying new opportunities or areas where we can better serve them. • Collaborating closely with sales to understand customer needs and challenges in order to provide tailored support that aligns with their objectives. This includes working directly with customers on a regular basis through various communication channels such as phone, email, chat, etc., depending upon the preference of each client or team member. • Monitoring key performance indicators (KPIs) and customer satisfaction metrics to assess our success in meeting business goals while ensuring that we are providing exceptional service across all touchpoints with customers. This may involve analyzing data from various sources, such as surveys, feedback forms, or CRM systems, to identify areas for improvement and implement changes accordingly. • Providing proactive support by anticipating customer needs before they arise based on previous interactions or industry trends; this includes identifying potential issues that could impact their experience with Reflow’s solutions so we can address them promptly through appropriate channels such as email, phone calls, etc., depending upon the preference of each client. • Building and maintaining strong relationships with customers by understanding their unique challenges and goals while providing personalized support tailored to meet those needs; this includes regularly checking in on customer progress towards achieving business objectives via various communication channels such as email or phone calls, scheduling regular follow-up appointments if necessary. • Collaborating closely with other departments within Reflow (e.g., sales) and external partners/vendors to ensure seamless integration of services across all touchpoints; this includes coordinating efforts between teams when needed in order for customers receive consistent messaging about our products or solutions without any disru03 • Responsibilities: • To oversee customer success programs, ensuring that clients are achieving their goals with Reflow's products/services. • Developing strategies to improve the overall experience of our clients and ensure they derive maximum value from using Reflow’s solutions by identifying new opportunities or areas where we can better serve them. • Collaborating closely with sales teams in understanding customer needs and challenges, providing tailored support that aligns with their objectives through various communication channels such as phone calls, emails, etc., depending on the client's preference. • Monitoring key performance indicators (KPIs) and customer satisfaction metrics to assess our success in meeting business goals while ensuring exceptional service across all touchpoints with customers by analyzing data from surveys, feedback forms, or CRM systems for areas of improvement. • Prov
Benefits
• Be an early, high-impact hire, working directly with the founders as a founding member • Influence product roadmap, and help define the culture of how we work with customers • Drive growth, contribute to PMF, GTM explorations • We’re open to you starting part-time and evolving into full-time (contract or W2). • We offer competitive pay based on the market and where you’re located. The salary ranges in our job postings are intentionally wide because they need to cover both U.S. and international candidates. Our final offer will depend on things like your experience, skill set, and location.
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